Terms and Conditions

These terms apply whenever you book, attend or pay for a consultation or treatment at The London Road Clinic. By booking, you accept them. They sit alongside the consent form you sign before any treatment and, if you have a membership, your membership agreement. Nothing in them affects your statutory rights.

1. Who we are

The London Road Clinic is a trading name of London Road Aesthetics Ltd, registered in England and Wales (Company No. 14362347). Our registered office and clinic are at 65 London Road, Newark, Nottinghamshire, NG24 1RZ. VAT No. GB437256387.

You can reach us at customercare@londonroadclinic.com or on 01636 680767.

2. Age

We do not give anti-wrinkle injections, dermal filler or any other cosmetic injectable treatment to anyone under 18, with or without a parent's consent. This is the law in England under the Botulinum Toxin and Cosmetic Fillers (Children) Act 2021. We may ask you for photographic ID before any treatment.

We treat under-18s for other treatments only where the practitioner agrees the treatment is suitable, and only with the written consent of a parent or guardian, who may be asked to attend.

For safety and privacy, children may not come into treatment rooms unless they are the patient.

3. Consultation and medical assessment

Every treatment starts with a consultation and assessment. Treatment goes ahead only once your practitioner is satisfied that it is suitable for you.

You must give us a complete and accurate medical history, including medicines, supplements, allergies, previous treatments, pregnancy or breastfeeding, and any condition that affects your skin or healing. Tell us before each appointment if anything has changed. Your practitioner relies on this information to decide what is safe. We are not responsible for harm that results from information that was withheld or inaccurate, to the extent the law allows.

Prescription-only medicines are given only after an in-person consultation with our prescribing clinician. We never prescribe remotely. Laser, intense pulsed light and some other treatments need a patch test first.

You do not have to decide on the day. For injectable treatments, your practitioner may ask you to take time to consider before treatment goes ahead. You will sign a consent form before any treatment.

Your practitioner may decline or postpone a treatment if they judge that it is not suitable, not in your interest, or not safe to carry out on the day. If we decline a treatment, we refund any deposit you paid for it.

4. Consultation fees

A consultation with our prescribing clinician, which you need before any injectable treatment, is £50. A consultation with one of our practitioners for a non-injectable treatment is £25.

Both fees are redeemable. If you book the treatment discussed within 90 days of your consultation, the fee comes off the price of that treatment. The fee pays for the practitioner's time and assessment, so it is not refundable once the consultation has taken place, including where we advise against treatment.

5. Prices and payment

Our published prices include VAT. Your practitioner confirms the price of your treatment, and of any follow-up or maintenance treatment your plan is likely to need, before treatment starts.

Payment is due in full on the day of treatment. We may change our prices from time to time. The price confirmed when you book applies to that booking.

Courses and packages

Courses and packages are paid in advance, are for the named patient only and cannot be exchanged for cash. Unless we tell you otherwise when you buy, a course must be used within 12 months of purchase.

If you stop a course early, or we advise you not to continue for a clinical reason, we refund the amount you paid less the sessions you have had, each charged at our standard single-session price.

6. Deposits

We take a deposit when you book. It is normally 30% of the appointment price. Some treatments carry a different deposit, and the amount is always shown before you confirm your booking. The deposit comes off the price on the day.

Deposits are non-refundable, except where we cancel your appointment or decline to treat you. You can move an appointment and keep your deposit, as set out below.

7. Cancelling, moving or missing an appointment

Your appointment reserves a practitioner's time, and for some treatments we prepare product in advance. That time and product cannot usually be used for anyone else at short notice.

• With 48 hours' notice or more, you can move your appointment and your deposit moves with it.
• If you cancel, or move an appointment with less than 48 hours' notice, your deposit is kept.
• If you do not attend, we charge the full appointment price. Your deposit counts towards this charge. A small number of treatments carry a different no-show fee, which is shown before you confirm your booking.
• If you arrive more than 15 minutes late, we may shorten your treatment, charged at the full price, or treat the appointment as missed.

Please do not come in if you are unwell, or have a cold sore or a skin infection near the treatment area. Many treatments cannot be given safely in those circumstances. Tell us as soon as you can. If you let us know before your appointment time, we may move your deposit to a new appointment at our discretion.

If we have to cancel or move your appointment, we will offer you a new one or refund your deposit in full.

8. Results and aftercare

Every face and body responds differently, and no practitioner can guarantee a result. Your fee pays for your consultation, the treatment carried out with care and skill, the products used and your aftercare. It is not payment for a particular outcome, so we do not give refunds because a result did not meet your expectations.

Follow the aftercare advice you are given. Results and recovery can be affected if you do not. Where a review appointment is part of your treatment plan, please attend it within the time your practitioner gives you. Further treatment after that point is charged at the usual price.

If you are worried about anything after treatment, contact us straight away on 01636 680767. Outside opening hours, contact NHS 111, and in an emergency call 999.

9. Memberships, vouchers and treatments paid in advance

Memberships are governed by the membership agreement you sign when you join. These terms apply wherever that agreement is silent.

An injectable treatment paid for in advance, whether through a membership, a voucher or a package, is given only after a consultation confirms it is suitable for you. If it is not suitable, we refund the amount paid for that treatment.

10. Photographs and records

With your consent, we take clinical photographs before and after treatment. They form part of your medical record and help us plan and assess your treatment.

We never use a photograph of you on our website, on social media or in any marketing without your separate written consent. You can withdraw that consent at any time. Your records are held as described in our Privacy Policy.

11. Conduct in the clinic

We may refuse or end an appointment if a patient or companion is abusive, threatening or under the influence of alcohol or drugs. The deposit for that appointment is then kept.

Please ask before filming or photographing any member of our team or any other patient.

12. Skincare products

For hygiene reasons, skincare products bought in the clinic cannot be returned once opened unless they are faulty. Your rights for faulty goods under the Consumer Rights Act 2015 are not affected. Products bought online are covered by the terms of our online shop.

13. Our responsibility to you

We provide our services with reasonable care and skill, and we are professionally insured.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit or exclude.

Subject to that, we are not responsible for loss that was not reasonably foreseeable, for business losses, or for harm that results from your not following aftercare advice or from medical information that was withheld or inaccurate. For any other loss, our total liability is limited to the price you paid for the treatment concerned.

14. Complaints

If something is not right, tell us. You can speak to your practitioner or any member of the team, email customercare@londonroadclinic.com, call 01636 680767, or write to The Complaints Manager, The London Road Clinic, 65 London Road, Newark, NG24 1RZ.

• We acknowledge a formal complaint in writing within 48 hours.
• We investigate and respond within 20 working days. If we need longer, we write to explain why and give you a new date.
• If your concern is about a clinical outcome, we offer you a review appointment.

Complaints are handled by Andy Griffin, Director, with Dr Shahe Boghossian, Medical Consultant, reviewing anything clinical.

If we cannot resolve it

We are members of the Cosmetic Redress Scheme (membership CRS001204), an independent dispute resolution scheme authorised by the Chartered Trading Standards Institute. If we cannot resolve a complaint about our service, you can refer it to the scheme at cosmeticredress.co.uk. The scheme deals with how we treated you as a customer. It does not deal with treatment results, injury or clinical negligence.

You can raise a concern about a practitioner's conduct or fitness to practise with their regulator: the General Medical Council for Dr Shahe Boghossian, or the Nursing and Midwifery Council for Melanie Van Wellen.

15. Changes to these terms

We may update these terms. The version published when you book applies to that booking.

16. The law that applies

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.